Also, I of course mean "left hand side" (under the search box) for Customer.
On Thu, Feb 14, 2013 at 8:38 AM, Gerald Young <[email protected]> wrote: > "this is automatically populated ..." when the customer's email doesn't > exist/is invalid in your customer list. If you assign a CustomerID, it wins. > > But, if that isn't good enough: > The customer information GUI through OTRS relies on the listing of Map for > CustomerUser for the Customer Source chosen on the right hand side to look > up the customer. > If your CustomerUser source is the CRM itself (why is this not a good > idea?), you can Map any available fields. > If the CustomerUser is local/otrs database and you need a new field not > referenced, you will need to extend the schema (alter table) to include the > field, then reference that field in the Map. > If the CustomerUser source is, for instance, LDAP/Active Directory, you > can use any relevant attribute in the Map. > > http://forums.otterhub.org/viewtopic.php?f=60&t=7787 > > The Map has entries that look like this: > # var, frontend, storage, shown (1=always,2=lite), required, > storage-type, http-link, readonly, http-link-target > [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', > '', 0 ], > > "UserSalutation" (UserMyField) is how OTRS will reference the field in > Replies, Responses, etc. > "Salutation" (My Label) is what label displays in a form for this field. > 'salutation' (my_field) is the fieldname or attribute for the back > end/database/ldap (key) > 1 is for when it is shown (almost always 1) > 0 is whether the field is required > 'var' is an arbitrary value that, as long as it's not "int" means "string" > '' (double apostrophes) is a field that holds a URL that encapsulates this > field (see the link) > 0 is whether the field is read-only (This can't be used to override the > readonly of the source backend.) > not shown, but the http-link-target is if you want to use, for instance, > "_blank" to pop up the link. > > > > > On Thu, Feb 14, 2013 at 6:12 AM, Jean BROW <[email protected]> wrote: > >> We are working on linking an external CRM system to OTRS tickets. We were >> planning to use CUSTOMERID as the link field but this is automatically >> populated with the email address of the customer who submitted the ticket. >> Therefore we need to create a CUSTOM FIELD in OTRS that our customer >> service agents can populate with information (specifically the phone number >> of the customer) which we will then use to link to our CRM system. >> >> How, step by step, can I create a custom field in OTRS? >> >> Thanks in advance. >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> > >
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